The role designs and governs the operational knowledge and process ecosystem, ensuring workflows, operational guidance, and knowledge assets are structured, scalable, and aligned to support consistent, efficient, and customer-focused service delivery across agent, self-service, and AI-assisted support experiences. Key Responsibilities: Define, manage, and continuously improve the structure, governance, usability, and discoverability of the Customer Care knowledge base, ensuring the content is intuitive, accurate, scalable, and effectively supports agent, self-service, and AI-assisted Customer Care experiences.